Product Overview of Vivantio
Vivantio is a comprehensive service management software designed to centralize and enhance the operations of service teams across entire organizations. Here’s a detailed look at what the product does and its key features.
Service Management Capabilities
Vivantio goes beyond simple ticketing by offering a highly configurable platform that enables organizations to deliver enterprise-level service management. It supports various service teams, including customer service, internal IT, and other support functions, ensuring seamless collaboration and efficient service delivery.
Key Features and Functionality
Service Team Management
- Multi-Channel Support: Accept requests from multiple channels and manage workload through team workspaces.
- Workflows and Automation: Build routing rules, escalation rules, business rules, and trigger rules from any ticket type to streamline service operations.
Customer Service & Support
- Customer Experience (CX) Improvement: Enhance CX through workflows, automation, and AI, enabling agents to respond faster and more effectively.
- Self-Service Portals: Design and build branded portals where customers can search for knowledge base articles, report bugs, and raise support tickets.
IT Service Management (ITSM)
- ITILv4 Alignment: Leverage an ITILv4-aligned platform for IT service management, ensuring efficient and effective IT operations.
- Asset Discovery & IT Asset Management (ITAM): Automatically maintain an accurate inventory of IT assets, helping to identify and fix issues before they cause problems.
Knowledge Management
- Comprehensive Knowledge Base: Create internal and public articles to aid service delivery teams and customers. Centralize policy, procedure, and compliance documents for easy access through self-service web portals.
Automation and AI
- AI Feedback and Sentiment Analysis: Generate AI feedback from the knowledge base, analyze customer sentiment, and assist in writing detailed feedback to customers.
- Predictive Analysis: Predict incoming problems and issues, keeping the business informed through omni-channel messaging.
Integration and Reporting
- Extensive Integrations: Integrate with over 600 apps, including on-premise Active Directory, asset discovery tools, and data warehouses. Utilize webhooks, webMethods, and a comprehensive REST API for custom integrations.
- Powerful Reporting: Surface business-critical insights using dashboards, reports, Vivantio FLEXGrid, or oData. Gain insights into customer sentiment, asset lifecycle, and other key metrics.
Customer Relationship Management (CRM)
- 360-Degree Customer View: Maintain contract records, service levels, and case management for each customer. Use a Configuration Management Database (CMDB) to record software, hardware, and services delivered to each customer.
- Custom Forms and Fields: Create multiple forms and fields to capture specific information about customers and the services offered.
Security and Collaboration
- Secure Environment: Ensure cross-functional work without exposing sensitive data to unauthorized agents, maintaining alignment and engagement among teams.
In summary, Vivantio is a robust service management platform that centralizes service teams, enhances customer satisfaction, and improves operational efficiency through advanced automation, AI, and comprehensive integration capabilities. It is designed to be highly configurable, making it suitable for teams of any size and complexity.